This 7 part series takes a look at Christian Hospitality and how it relates to the Conference/Retreat Ministry. More than we realize, the effectiveness of off-site ministry is dependent on a thorough understanding of Christian Hospitality and how it affects the individual guest and their openness to God's work. The parts to our series have been:
- Hospitality (Guest Service) is Biblical
- Hospitality (Guest Service) is Powerful
- Hospitality (Guest Service) is Good Business
- Hospitality (Guest Service) is vital to the Customer Care Cycle
- Hospitality (Guest Service) is not easily achieved
- Hospitality (Guest Service) is not easily preserved
- Hospitality (Guest Service) is not easy to measure (internally)
Guests can fall off the Customer Care Cycle (part 4) because of a lack of excellent hospitality or guest service from the staff. It is during their onsite experience that the property will be given many opportunities for their "moment of truth" to show great guest service. It is hard to emphasize enough how important it is that every interaction with the guest be "over the top" with warmth, care, and helpful service.
Below is an additional resource for ministries to use to help evaluate the hospitality (guest service) nature in their staff. Remember leaders; perpetuating a high level of guest service awareness can be difficult but still accomplished through a structured themed program and rewarding great acts of service (part 6).
How are we doing?
Have the conference/retreat property staff answer the following questions by marking: "True" or "False."
1. When a guest walks in the door, I smile and welcome them.
2. I offer to help any guest I see struggling or confused.
3. When I see litter on the floor, I pick it up and dispose of it.
4. I consider each guest to be of the utmost importance to our success.
5. I casually observe guests to anticipate their needs and then step forward to meet those needs.
6. I arrive for work on time.
7. I arrive for work prepared to start my shift.
8. I familiarize myself with the group setups each day so I am prepared to make recommendations for guests who ask.
9. I maintain a positive, can-do attitude as I perform my job.
10. I leave my personal problems at home so I can focus on doing my best for each guest.
11. I maintain good posture and a pleasant demeanor so I look approachable.
12. When a customer speaks to me, I closely listen so I understand what they are communicating.
13. Consistently good guest service is one of my top priorities.
14. I am courteous to guests at all times.
15. I strive to make each guest's event a fun one.
16. When a guest asks for something, I respond immediately.
17. When a guest looks as if they are trying to find something, such as the restroom or the buffet, I ask if I can be of assistance.
18. I help co-workers who are struggling to provide good service.
19. There are no exceptions to providing great service.
20. I am patient with guests who are older.
21. I praise co-workers who provide great service.
22. I ask questions when communicating with a guest to make sure I understand them.
23. All property employees must work together as a team to provide great service.
24. When talking with guests, I make sure my voice has a calm, friendly and welcoming tone.
25. Providing great guest service is my opportunity to shine.